Flor M. Graves 832-***-****

***** *********** **. *******, ** 77375 ad4fqu@r.postjobfree.com

HIGHLIGHTS OF SKILLS AND QUALIFICATIONS

Highly trained individual seeking to work in a customer service position to serve as a bridge between under-served communities and provide information and assistance to help patients navigate health and human services system. 15+ years of experience with community outreach experience, working knowledge of different integrated systems of care in the community.

Skills: Case Management, Insurance Verification, Medical Scheduling, Windows, Interpretation, Customer service, Administrative Experience, Typing, Data Entry, Conflict management, Communication skills, Supervisory experience, Motivational Interviewing, Phlebotomy, Crisis Intervention, Intake

Languages: Fluent in English, Spanish

EMPLOYMENT HISTORY

Customer Service Representative

Concentrix Aetna – (Remote) Tomball, TX July 2023 to Present

Answering inbound calls from patients and returning their phone calls in a timely manner

Building rapport and ongoing professional relationships with the patients you’re assigned to

Navigating a variety of resources and computer systems to respond to patient questions and provide them with the appropriate guidance, resources, and product information

Preparing patients for provider visits

Helping patients prepare for Health Insurance open enrollment

Offering empathy and emotional support during patient interactions

De-escalating patient concerns and handling sensitive conversations with professionalism

Using scheduling tools to manage your daily call schedule and schedule follow-up calls

Maintaining detailed, accurate documentation and adhering to strict compliance requirements

Peer Mentor

InquisitHealth – (Remote) Tomball, TX January 2023 to July 2023

Mentor clients with chronic illnesses such as asthma, diabetes, high blood pressure, etc.

Educate clients on disease, including treatment options to improve current condition.

Provide encouragement, check in over the phone on a regular basis, and after any appointments.

Help order any necessary supplies for condition.

Ensure proper resources are available and accessible.

Social Determinants of Health Case Manager

Northwest Assistance Ministries (NAM) - Houston, TX April 2016 to December 2022

Case Management worked with underserved population patient families at the Pediatric Health Center.

Worked along with pediatric providers and Child Protective Services.

Aided with rent, clothing, food as well as other programs such as Back to School, Thanksgiving, and Christmas. Assisted clients to complete Food Stamps, Social Security, School forms applications.

Supervised front desk.

Community Outreach Supervisor

MAXIMUS - Houston, TX June 2006 to July 2015

Provide leadership to outreach specialists, motivate and mentor team members.

Educate the community about Medicaid and CHIP services and Healthcare plans through community outreach and education.

Interview, hire and effectively train new outreach specialists. Provide job expectations to new team members, engage new team members to feel included in the team.

Motivate employees to set and achieve goals, monitor progress, and provide additional training if necessary.

Provide job expectations to new team members, engage new team members to feel included in the team.

Initiate coaching sessions, counseling conversations and other disciplinary actions if necessary.

Organize community events and create strategic partnerships.

Other job duties as assigned.

Community Outreach Counselor- Houston, TX

Community Outreach Counselor

MAXIMUS - Houston, TX January 2001 to June 2006

Educate the community about Medicaid services and Healthcare plans through community outreach and education.

Work one on one with families to apply for state and federal assistance programs.

Keep up to date with ongoing community health programs, making appropriate recommendations to families who could benefit from specific programs.

EDUCATION / TRAINING HISTORY

Barringer High School

High School Diploma 06/1985

REFERENCES

Available upon request

Contact this candidate